Kunal Rupda
Assistant Manager
Pune, Maharashtra
Summary
Accomplished Senior Engineer and Team Leader with a proven track record at Tata Consultancy Services, specializing in SAP Security and CRM operations. Leveraged leadership and analytical skills to enhance system security, streamline processes, and significantly improve customer satisfaction. Excelled in fostering teamwork and driving business growth through strategic planning and problem-solving. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
Senior Engineer SAP Security Consultant
Tata Consultancy Services
Pune
10.2016 - Current
- Delivered comprehensive training to users on SAP security best practices, fostering a culture of shared responsibility for information protection.
- Collaborated with IT support teams to troubleshoot end-user issues related to SAP security configuration, ensuring continuous system availability and performance.
- Streamlined user access management by optimizing role-based access controls for various business processes.
- Served as primary point of contact for resolving complex SAP security-related incidents, minimizing downtime and business disruption.
- Identified potential risks and vulnerabilities with regular security audits, proactively addressing identified issues.
- Enhanced system security by developing and implementing SAP security policies and procedures.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Team Leader - CRM Operations
Tata Consultancy Services
Pune
07.2013 - 09.2016
- Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
- Improved CRM operations efficiency by streamlining processes and implementing new technologies.
- Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
- Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Established clear goals for the team, providing direction and motivation towards achieving those objectives.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
Customer Services Officer
Hutchison Global Services
Pune
03.2013 - 06.2013
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Implemented process improvements based on performance metrics analysis, leading to increased productivity within the department.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Provided support during peak periods, effectively managing workload to avoid dropped calls or missed opportunities.
- Collaborated with team members to achieve monthly sales targets through upselling strategies.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Conducted thorough research to resolve complex client issues, exceeding expectations for problem-solving capabilities.
- Offered additional resources or referrals to customers as needed, demonstrating commitment to their satisfaction beyond the initial interaction.
- Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
Associate
Wipro Pvt Ltd
Kolkata
11.2011 - 01.2013
- Worked varied hours to meet seasonal and business needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Managed customer relations through communication and helpful interactions.
Education
Master Of Business Administration - Information Technology And Human Resource
The Rabindranath Tagore University
Kolkata , India 07.2021
Bachelor Of Commerce - Accounting And Business Management
The Bhawanipur Education Society
Kolkata, India 06.2011
Accounting And Finance
The Calcutta Anglo Gujarati School
Kolkata , India05.2008
Skills
Leadership skills
Accomplishments
Certified SAP Security Consultant
Certified Project management professional
Certified Business Analyst
Certified Lean six Sigma Green belt
Certified Contextual masters
Certification
Business consultant 4.0
Timeline
Business consultant 4.0
05-2024
Project management professional
09-2023
SAP Security Consultant
05-2020
Leana Six Sigma green belt
08-2017
Senior Engineer SAP Security Consultant
Tata Consultancy Services
10.2016 - Current
Team Leader - CRM Operations
Tata Consultancy Services
07.2013 - 09.2016
Customer Services Officer
Hutchison Global Services
03.2013 - 06.2013
Associate
Wipro Pvt Ltd
11.2011 - 01.2013
Master Of Business Administration - Information Technology And Human Resource
The Rabindranath Tagore University
Bachelor Of Commerce - Accounting And Business Management
The Bhawanipur Education Society
Accounting And Finance
The Calcutta Anglo Gujarati School
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